osTicket 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
User Reviews

Overview

osTicket

4.3

(75)

Pricing

Starting at $12.00 per month

About osTicket

osTicket is an open-source help desk management solution that offers ticket management and IT asset management within a suite. The system can only be deployed in the cloud and is suited for small and midsize enterprise customers.

The platform features a built-in customer portal that allows users to submit tickets and track the status of their requests. With the help of "auto assign," incoming tickets are then automatically routed to the most suitable departments and staff members based on the requests. Additionally, once a ticket is sent, the solution sends an automated email response to the users to keep them updated on the status of their requests.

With interactive dashboards and reporting modules to prepare customized reports, the IT department can gain complete visibility into help desk operations and make effective decisions regarding staffing levels and ticket handling procedures.

osTicket Screenshots

osTicket Pricing and Plans

Starting price: $12.00 per month

Free Trial

Free Version

Open Source

$0.00

Plan includes:

Email Integration
Free to Use
Open Source

Cloud-hosted

$12.00

per user, per month

Plan includes:

Daily Backups
Dedicated Training
Email Integration
Guranteed Uptime
Phone Ongoing Support
Upgrade Management

Virtual Appliance

Pricing available upon request

Plan includes:

Customized Solutions
Daily Backups
Dedicated Training
Email Integration
Guranteed Uptime
Phone Ongoing Support
Upgrade Management

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osTicket Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of osTicket
Automated Responses
Customizable Fields
Customizable Forms
Dashboard
Help Desk Management
Knowledge Base Management
Knowledge Management
Support Ticket Management
Task Management
Templates
Ticket Management

osTicket User Reviews

Overall Rating

4.3

Ratings Breakdown

44%

43%

13%

Secondary Ratings

Ease of Use

4.3

Value for money

4.7

Customer support

4.1

Functionality

4.3

Aravinth N.

Verified reviewer

Food & Beverages

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed April 2023

Great helpdesk system | Opensource and Paid version

I've worked with several OSTicket versions for more than five years, from 1.5 to 1.17. further, i have implemented both the self-hosted and cloud versions for a number of organizations. this can be very useful especially if you are the first time using ITSM and ticketing management.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

OS Ticket has been used as an IT Help Desk system and incident management systemEmail integration (O365 /Google workspace)Department-wise ticket number generation Help topic-wise SLAVery easy version upgrade for on-prem

Cons:

Version 1.17 has an issue with the auto auth token access issuePHP version is compatible with Version 1.17 (So we cannot run multiple systems with OSticket)Email fetch time issue - it takes more time to fetch the mail than what we configured in the systemVersion 1.17 has an issue with one DB view - department-wise ticket countAuto escalation not available

Reasons for choosing osTicket

OS Ticket has been used as an IT Help Desk system and incident management system for our company. Also, Users can easily send in a help request via email, for ticket generation and alerts to our help desk. Open Source edition with maximum features available. Very easy configuration as admin.

Verified

Reviewer

Construction

51-200 employees

Used daily for free trial

Review source

Reviewed December 2024

Basic solution

I try this one and it's realy basic ticket solution we decid to switch to GLPI

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

-open source - easy to us - low cost - easy to setup

Cons:

- Limited customizable - security vulnerabilities

Reasons for choosing osTicket

we choose glpi because they have more features

Jeff T.

Verified reviewer

Computer Networking

2-10 employees

Used weekly for more than 2 years

Review source

Reviewed March 2025

osTicket - Maybe next time!

I would use another ticket system if given the chance.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It let users submit and use a functioning ticket system.

Cons:

It was very heavy ended and confusing for both the admin side and the user side.

Verified

Reviewer

Information Technology and Services

2-10 employees

Used daily for more than 2 years

Review source

Reviewed November 2021

If Issue tracking and Ticket management is your requirement, osTicket is your choice.

As a free opensource tool, osTicket is great. We used it in our startup and my current company which is really good. It does ticket management really well. There are loads of customization, it's easy to use and can even work in a small hosting environment.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

Fast, quick and easy to setup. OpenSource so can be self-hosted.

Cons:

Some file types are not supported as attachments. A bit obsolete in terms of technology but does the job.

Reasons for choosing osTicket

Open Source community and well tested by the community.

Indrawan I.

Verified reviewer

Hospital & Health Care

201-500 employees

Used daily for more than 2 years

Review source

Reviewed September 2021

OsTicket can provide what we need

my experience use this osticket is satisfy. this can very useful especialy if you are the first time use ITSM and ticketing management.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

this ticketing system can have many categorized and element. so it is more easier to you while make your own form.

Cons:

i think os ticket must build some business intelegent dashboard or make a decision report for management.

Reasons for choosing osTicket

osticket is usefull if you compare with the price. the price is lower than manage engine. but in the feature, osticket is not bad at all.

Rita E.

Verified reviewer

Accounting

51-200 employees

Used monthly for less than 2 years

Review source

Reviewed May 2025

Events with osTicket

My overall experience with osTicket was great, I have successfully been able to manage several events by using this platform. With improvementgs via live chat support, I will gladly continue to use this platform.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

What I like most about osTicket is that it is free to use, this is what separates this company from other companies similar to it.

Cons:

I would like to see improvement in customer support, I feel like this type of company needs to have live chat support to help out consumers.

Ronald H.

Verified reviewer

Entertainment

2-10 employees

Used daily for less than 6 months

Review source

Reviewed June 2025

Great Application

i really enjoy using it and will continue to use it, I just can't commit to it exclusively until I see more results.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

its very user friendly, pretty effective as long as you have a strong customer base or an effective marketing team.

Cons:

unfortunately, smaller companies like this can't compete with eventbrite - its just too powerful with its built in marketing.

Maria Eleonora P.

Verified reviewer

Entertainment

2-10 employees

Used weekly for free trial

Review source

Reviewed June 2025

Reliable software for customer support

I would recommend thia software to any company, it easily open and manage tickets from customers in need of support.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

This software for customer support is really easy to use, well designed and completely free to use.

Cons:

Nothing in particulasr, pricewise this is a very good solution for small and medium companies in need of customer care automated system

Tristan C.

Verified reviewer

Computer Games

2-10 employees

Used daily for less than 12 months

Review source

Reviewed September 2022

BEST help desk software 2022

good experience overall and i would recommend

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to customize or edit forms and configurations for workflow

Cons:

there is a limit to features but still not too bad

Reasons for switching to osTicket

Trying out different software

William F.

Verified reviewer

Used daily for more than 2 years

Review source

Reviewed June 2018

Support tickets, email notifications, mobile app, all relatively easy to use

Support ticket software, for free. But not the best feature set around.

Ratings Breakdown

Ease of use

Functionality

Pros:

Ticket tracking and email notification Tasks can be added to tickets for additional steps before a ticket can be closed. User management is fairly easy, and users can be organized by teams and departments Files can be attached to the ticket. A Paid Mobile app allows for simple ticket management.

Cons:

Notifications and team/department access seems haphazard and a bit of an afterthought. It could be much better organized. Mobile app is very limited and very pricey for what little it actually accomplishes.

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